Churn Recovery & Customer Retention
Diagnose account health issues and proactively win back unhappy customers. Tests churn prediction, win-back flows, and relationship management.
Helpdesk & CRM Configuration
Configure customer support ticketing systems for scale. Tests ticket routing, macro creation, status transitions, and tag structures.
Customer Success & Onboarding
Design plans to get new clients to value quickly. Tests 30/60/90-day planning, health metrics, and churn prevention.
Operational Compliance & Data Privacy
Implement data privacy rules inside customer support operations. Tests POPIA/GDPR request response, data sanitisation, and support compliance rules.
Incident Management & Communication
Communicate during outages and write post-mortems. Tests crisis communication, transparency, and root-cause analysis.
Knowledge Base Management
Write self-serve help articles that actually help. Tests technical writing, formatting for readability, and search intent.
Logistics & Dispatch Operations
Manage routing, driver communication, and delivery exceptions. Tests route optimisation, problem-solving, and time management.
Operational Metrics & Reporting
Interpret CSAT, First Reply Time, and SLA breaches. Tests data interpretation, reporting, and operational insight.
Policy Writing & Critique
Draft and refine customer-facing policies (e.g., refunds, fair use). Tests boundary setting, clarity, and legal awareness.
Quality Assurance & Ticket Review
Grade support interactions against a rubric. Tests QA methodology, feedback delivery, and brand voice adherence.